Optimizing the Customer Journey

As e-commerce brands look to increase their sites digital performance, many are turning their focus to the customer journey and conversion obstacles.

hhgregg, an appliance, furniture and electronics retailer, has announced that it has selected UserReplay’s Customer Experience Management software for its e-commerce site.

For those unfamiliar with the technology, UserReplay enables brands to replay individual customer sessions giving them a greater understanding of obstacles consumers face along their journey. What’s more, to help brands identify where users are interacting on their product pages UserReplay highlights areas where form selections are made as well as highlights every point at which users clicked. Also, UserReplay displays all of its information in a real-time dashboard that has a variety of configurable widgets that display the metrics brands desire.

“If a customer experienced an obstacle prior to making a purchase – a customer couldn’t check out, there was an odd error – we needed the ability to recreate it so we could overcome it,” said Scott Reasinger, director of retail systems at hhgregg. “However, tracking and recreating sessions was time consuming for our IT and e-commerce teams. UserReplay gave us the ability to immediately see what issue a customer faced and solve it. It’s greatly reduced the time to problem resolutions.”